ZipRecruiter

Log In

1

Help Tech Chat Support Jobs in Virginia (NOW HIRING)

Intrepidgs

Sr Help Desk Support Specialist

Mclean, VA

Position is contingent upon contract award The Sr Help Desk Support Specialist provides second-tier ... The specialist supports enterprise-wide IT operations including mobility devices, wireless networks ...

Encode, Inc.

VA · On-site

The Help Desk Support Services Specialist will create and document tickets, troubleshooting, and ... Familiarity with Information Technology Infrastructure Library (ITIL) Foundation, MS Office Suite ...

Team Velocity

Helpdesk Support Specialist

Sterling, VA · On-site

Team Velocity is a SaaS technology provider serving the automotive industry, and they are seeking a Helpdesk Support Specialist. In this role, you will provide user guidance and first-level support ...

next page

Showing results 1-20

All JobsHelp Tech Chat Support JobsHelp Tech Chat Support Jobs in Virginia

Help Tech Chat Support information

What is the difference between Help Tech Chat Support vs Help Desk Technician?

AspectHelp Tech Chat SupportHelp Desk Technician
CredentialsBasic IT certifications (e.g., CompTIA A+), customer service skillsCompTIA A+, Network+, or similar certifications, technical troubleshooting skills
Work EnvironmentRemote or on-site, primarily online chat interactionsOn-site or remote, handling phone, email, and in-person support
Employer & IndustryTech companies, customer service centers, e-commerceIT departments, corporate offices, service providers
Search & Comparison IntentCustomer support roles focused on online chatTechnical support roles involving troubleshooting and hardware/software issues

Help Tech Chat Support primarily involves assisting customers via online chat, focusing on quick troubleshooting and customer service. Help Desk Technicians handle broader technical issues, including hardware and software troubleshooting across multiple communication channels. Both roles require technical knowledge, but Help Desk Technicians typically have more in-depth technical certifications and responsibilities.

What are popular job titles related to Help Tech Chat Support jobs in Virginia? For Help Tech Chat Support jobs in Virginia, the most frequently searched job titles are:
What job categories do people searching Help Tech Chat Support jobs in Virginia look for? The top searched job categories for Help Tech Chat Support jobs in Virginia are:
What cities in Virginia are hiring for Help Tech Chat Support jobs? Cities in Virginia with the most Help Tech Chat Support job openings:
Help Tech Chat Support jobs near you
IT Help Desk Manager

IT Help Desk Manager

Davenport & Company

Richmond, VA

Full-time

Medical, Dental, Life, Retirement, PTO

Posted 16 days ago

Job description

IT HELP DESK MANAGER
Location: Richmond, VA
Department: Information Technology
Hiring Range: $60,000 - $100,000
OVERVIEW:
The IT Help Desk Manager is responsible for leading all end-user support operations at Davenport amp; Company, ensuring consistent delivery of high-quality, responsive, and secure IT services. This role oversees Help Desk personnel, manages service performance, and drives continuous improvement of support processes to enhance the overall customer experience for both employees and clients.
The Manager serves as both a technical leader and operational owner of Help Desk services, ensuring alignment with business objectives, regulatory requirements, and IT best practices.
RESPONSIBILITIES:
Responsibilities of this position include, but are not limited to:
Leadership amp; Team Management
  • Lead and manage Help Desk Technicians and interns, providing direction, coaching, and performance management
  • Conduct hiring, onboarding, training, and ongoing professional development of staff
  • Establish staffing plans to ensure appropriate coverage for 7am–7pm daily service hours and on-call rotation
  • Foster a customer-first culture focused on responsiveness, professionalism, and service excellence
Service Delivery amp; Operations
  • Own and manage Help Desk service delivery, including SLAs, KPIs, and overall service quality
  • Monitor and report on service performance metrics (e.g., response time, resolution time, backlog, customer satisfaction)
  • Develop and lead service improvement initiatives based on data and user feedback
  • Ensure consistent execution of ticket handling processes, prioritization, and escalation procedures
Incident amp; Problem Management
  • Lead the response to major incidents, including communication, coordination, and resolution
  • Conduct root cause analysis on recurring issues and implement preventive measures
  • Partner with Infrastructure, Security, and Development teams to resolve systemic issues
Tools, Process amp; Knowledge Management
  • Administer and optimize the Help Desk ticketing/workflow system
  • Define and enforce standards for ticket documentation, categorization, and lifecycle management
  • Develop and maintain knowledge base content and self-service resources to improve efficiency
Customer Experience
  • Promote a high level of customer satisfaction through effective communication and support delivery
  • Establish feedback mechanisms (e.g., surveys) to measure user satisfaction and identify improvement opportunities
  • Build strong relationships with business units to understand and support operational needs
Security amp; Compliance
  • Ensure Help Desk operations align with company security policies and regulatory requirements
  • Support endpoint security practices, including patching, encryption, and access controls
  • Coordinate with Information Security on incident response, compliance audits, and risk mitigation efforts
  • Oversee adherence to asset management and secure device disposal procedures
Asset amp; Vendor Management
  • Oversee procurement and lifecycle management of end-user hardware and related assets
  • Coordinate support activities with third-party vendors and service providers
  • Contribute to budgeting and planning for Help Desk-related tools, systems, and equipment
Collaboration amp; Communication
  • Act as the primary liaison between the Help Desk and other IT teams
  • Provide regular updates and reporting to the CTO and senior leadership
  • Lead service review meetings and communicate trends, risks, and improvement plans
REQUIREMENTS:
  • Bachelor’s degree in Information Systems, Information Technology, or a related field, or equivalent experience
  • Minimum 3 years of direct managerial or supervisory experience
  • Minimum 5 years of Help Desk or end-user support experience in a professional environment
  • Strong technical proficiency with Windows-based endpoints and common enterprise applications
  • Demonstrated experience managing service delivery, metrics, and operational performance
  • Strong organizational, analytical, and problem-solving skills
  • Excellent communication and interpersonal skills, with a focus on customer service
  • Experience working within structured ticketing/workflow systems
  • Ability to coordinate multiple priorities in a fast-paced environment
  • Professional demeanor
PREFERRED QUALIFICATIONS:
  • ITIL Foundation certification or equivalent experience with IT service management frameworks
  • Experience in financial services or other regulated industries
  • Familiarity with endpoint management tools and asset management systems
  • Exposure to networking concepts, VPN technologies, and Cisco-based systems
  • Experience managing distributed or multi-location support environments
SALARY amp; BENEFITS:
We offer a competitive salary and excellent benefit program, including safe harbor 401(k) contribution, profit sharing plan, disability and life insurance, high-deductible health plan with an HSA, an on-site Health Center, Paid Time Off and elective dental benefits. We offer wellness programs and support a friendly and collegial culture, with company sponsored volunteer opportunities during business hours.
Reflected is the base pay range offered for this position. Pay may vary depending on factors including but not limited to demonstrated examples of prior performance, skills, experience, or work location. Employees may also be eligible for incentive opportunities.

DAVENPORT IS AN EQUAL OPPORTUNITY EMPLOYER
Davenport amp; Company LLC provides equal employment and advancement opportunities to all colleagues and applicants for employment without regard to race, color, ethnicity, religion, gender, pregnancy/childbirth, age, national origin, sexual orientation, gender identity or expression, disability or perceived disability, genetic information, citizenship, veteran or military status, marital or domestic partner status, or any other category protected by federal, state and/or local laws.

Apply